Service Level Agreement

1. Service Commitment

Lumin House AI is committed to providing highly reliable GPU cloud services. We guarantee a monthly uptime percentage of 99.99% for covered services. This means your services may experience no more than 4.32 minutes of downtime per month.

2. Uptime Calculation

Monthly Uptime Percentage is calculated as:

Where "Downtime" means total accumulated minutes during which services are unavailable, excluding scheduled maintenance and exclusions listed below.

3. Service Credits

If we fail to meet our uptime commitment, you are eligible for service credits as follows:

Service credits are applied to future billing cycles and are non-refundable as cash.

4. Covered Services

5. SLA Exclusions

This SLA does not apply to unavailability caused by:

• Factors outside our reasonable control (e.g., natural disasters, war, government actions)
• Your equipment, software, or network connections
• Your actions or inactions, or those of third parties
• Scheduled maintenance (announced at least 72 hours in advance)
• Emergency maintenance required to protect the security of the platform
• Features labeled as "Beta" or "Preview"
• Suspension of your account due to breach of Terms of Service

6. Maintenance Windows

Scheduled maintenance is performed during the following windows:

• APAC Region: Tuesdays 2:00 AM - 6:00 AM SGT
• Americas Region: Wednesdays 2:00 AM - 6:00 AM PST
• EMEA Region: Thursdays 2:00 AM - 6:00 AM GMT

We will notify you of scheduled maintenance at least 72 hours in advance via email and status page.

7. Credit Request Process

To request a service credit:

1. Submit a support ticket within 30 days of the incident
2. Include your account ID and affected resources
3. Provide dates and times of the outage
4. Describe the impact on your services

We will review your request and apply eligible credits within 30 days.

8. Status Page

Real-time service status and incident history are available at status.luminhouse.ai. Subscribe to receive automatic notifications about service disruptions.

9. Maximum Credits

The maximum service credit for any billing period shall not exceed 100% of your fees for that period. Credits are not transferable and have no cash value.

10. Changes to This SLA

We may modify this SLA from time to time. Changes will not apply retroactively and will become effective 30 days after posting, unless we notify you of changes with a longer notice period.